User guide

Interactive Contact Center

Introduction

This section provides an overview of Mitel Interactive Contact Center and how it works. For

more information, refer to the following topics:

• Overview

• Benefits

•Features

• Configuration

• Telephone System Hardware and Software Requirements

Overview

Mitel Interactive Contact Center, included in Contact Center Enterprise Edition Standard Starter

Pack or greater or as an add-on product to Contact Center Business Edition, enables

supervisors to control the availability of agents and ACD paths in response to changing call

volumes.

Using Interactive Contact Center, supervisors can control agents and paths using the following

methods:

• Manually

• Supervisors can control the availability of agents and enable Do Not Disturb on specific

paths, diverting callers to alternative answering points in Contact Center Client.

• Agents can control their own states in Contact Center Client.

• Using a schedule

• Supervisors can schedule paths to automatically open or close based on business hour

schedules.

• Using a path control plan

• Supervisors can set and remove queues from Do Not Disturb automatically based on

predefined criteria. Each path control plan monitors one path and, based on the activity

of the monitored path, either places the path in or removes the path from Do Not Disturb.

Benefits

Interactive Contact Center functionality

• Provides support for an immediate response to changing call volumes

• Ensures that contact center resources are effectively deployed

• Responds to and controls situations involving individual agents and/or groups of agents

Note: Interactive Contact Center works in conjunction with Contact Center Management

to give supervisors more control over their agents’ states and to give agents more control

over their own states.